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Denyse Drummond-Dunn

Founder and President at C3Centricity

Lonay, Switzerland

Denyse Drummond-Dunn is known for reigniting momentum in careers and companies worldwide. She is the creator of four proprietary frameworks: QC2 and CATSIGHT for business growth, and PAINT and LADDERS for executive career progression.
Quantum Customer Centricity (QC2) moves beyond traditional CX, which only looks at the company-customer connection. It takes a more holistic approach, covering four foundational areas of a business and turning small, atomic actions into quantum-scale results. CATSIGHT builds on this by helping teams turn customer insight into internal action, from category choice through to execution.
On the careers side, PAINT reconnects leaders with the childhood activities and instincts that once drove them, then channels that insight into solving a real problem today. LADDERS gives them the practical moves: leading authentically, building strategic alliances, and breaking through the barriers that stall mid-career progression.
Drawing on 30+ years of Fortune 500 leadership at Nestlé, Gillette and Philip Morris across 130+ countries, Denyse works with leaders and mid-level managers seeking accelerated growth. Her focus: attracting, delighting and retaining more customers, while building the careers that drive that growth.

Available For: Advising, Consulting, Speaking
Travels From: Lonay, Switzerland
Speaking Topics: Stay, Grow or Go: Reigniting Momentum for Mid-Level Managers, Quantum Customer Centricity (QC2): Beyond Traditional CX, Turning Atomic Actions into Qu

Denyse Drummond-Dunn Points
Academic 0
Author 84
Influencer 44
Speaker 0
Entrepreneur 20
Total 148

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Service Provider
Minimum Project Size: $10,000+
Average Hourly Rate: $300+
Number of Employees: 1-10
Company Founded Date: 2026
Media Experience: 30+

Areas of Expertise

Business Strategy 33.35
Careers
Coaching
Customer Experience 30.93
Leadership 31.07
Management
Marketing

Industry Experience

Consumer Products
Cross Industry
Professional Services

Publications & Experience

14 Article/Blogs
Value-Seeking Consumers Are Changing CPG Growth: Why Price Is Not Enough
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July 26, 2026
Cautious consumers are still spending, but every product now has to earn permission to enter the basket.

Prefer to Listen?




Executive Summary
Value has changed.
That sounds simple, but many CPG teams are still responding as though value means price, discount, pack size, or promotion. Those tools

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Tags: Business Strategy, Customer Experience, Leadership

How to Protect Consumers’ CPG Brand Trust when Shelves are Empty
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July 04, 2026
Executive Summary
Supply chain volatility used to be treated as a back-office issue. That’s no longer enough!
When consumers can’t find the product they expect, when pack sizes change without explanation, or when retailers lose confidence in service levels, the problem becomes visible. A

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Tags: Business Strategy, Customer Experience, Leadership

Product Ingredient Safety Is Now a Trust Test for CPG Brands
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June 20, 2026
What mid-level CPG managers need to know when PFAS, microplastics and ingredient transparency questions threaten the brands they manage.
Executive Summary
Something has shifted in the relationship between consumers and the products they buy every day. Product ingredient safety has moved from a techn

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Tags: Business Strategy, Customer Experience, Leadership

Consumers Prefer Local After Shocks: Why Global Brand Trust Is Declining
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May 23, 2026
Remember the Buy Local Trend? It’s back! Supply chain shocks amplify it, and global brands must earn local trust again.
Executive summary
Consumers prefer local when uncertainty rises, because familiar choices feel safer and more accountable. Reuters analysis published May 18, 2026 estimates t

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Tags: Business Strategy, Customer Experience, Leadership

6 Proven AI Literacy Habits That Protect CPG Leaders in 2026
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May 09, 2026
Close the AI skills gap, ensure human oversight, and keep every decision defensible — without turning your workweek into compliance theatre
Executive Summary
AI literacy is now a job requirement for CPG teams. Decks get drafted faster. Analysis gets summarised faster. Concept iterations move faste

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Tags: Business Strategy, Customer Experience, Leadership

Promotional Effectiveness Reset for CPG
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April 25, 2026






Promotions feel like the sensible lever when shoppers are acting cautious but leadership still wants growth. NielsenIQ’s Western Europe analysis for 2026 says promotional pressure is rising, yet unit growth is slowing, which means that more products are on deal without the same inc

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Tags: Business Strategy, Customer Experience, Leadership

Why Mid-Level CPG Leaders Are the Fix, Not the Bottleneck to the New Growth Killer
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April 11, 2026






Decision gridlock rarely looks dramatic.
Calendars fill up. Decks get sharper. Teams stay “busy.”
Yet launches slow, teams hesitate, and the organisation starts to feel heavy.
Many mid-level managers recognise the pattern immediately because they live it every day: more inputs, more stakeh

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Tags: Business Strategy, Customer Experience, Leadership

How CPG Brands Earn the Shortlist and Protect Margin in the Agentic Commerce Era
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March 29, 2026
Executive Summary
A quiet shift is already underway across Europe. AI tools are starting to influence what people buy, even when checkout still happens in the usual places. McKinsey describes it plainly: decision influence is here, execution is coming. (McKinsey & Company)
That detail changes th

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Tags: Business Strategy, Customer Experience, Leadership

When AI Makes Insight Cheap, Judgement Becomes Priceless for Leaders
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March 14, 2026
This post was prompted by the success of my keynote at IIeX APAC last month in Bangkok.
The topic was “Why Human Intelligence Will Decide Which Insight Teams Thrive.“ Enjoy.

If you prefer to listen rather than read:
Listen to Podcast

The moment I worry the most about, isn’t the arr

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Tags: Business Strategy, Customer Experience, Leadership

Anti-Algorithm Consumer: Why Control Beats Personalisation for CPG Growth
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February 28, 2026
Why CPG brands will win by giving people control (and why the mid-managers who lead this will rise fast)
Executive summary
Consumer behaviour is swinging in a direction many brand teams did not plan for. Algorithms made discovery easier, but they also created fatigue, sameness, and a growing suspici

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Tags: Business Strategy, Customer Experience, Leadership

Synthetic Consumers Are Here: The New Insight Skill Is Building a “Human Truth Firewall”
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February 14, 2026
Executive Summary
Synthetic consumers and synthetic responses are moving fast from “interesting experiment” to “default workflow” across insights and innovation teams.
Qualtrics reports 71% of market researchers believe synthetic responses will make up more than half of data c

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Tags: Business Strategy, Customer Experience, Leadership

From Dashboards to Direction: The New Standard for CPG Decision Making
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January 31, 2026
Executive Summary
Most CPG teams have never had more dashboards, trackers, and “always-on” reporting.
Yet many organisations still struggle with the moment that actually drives growth: making the decision, committing resources, and executing fast enough to win.
AI is now accelerating the problem

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Tags: Business Strategy, Customer Experience, Leadership

This is the Best Innovation Process for Successful Launches Every Time
LinkedIn
July 06, 2021
Whether these organisations are large or small, global or local, they all want their new products and services to be more successful. And the answer I give them to this question every single time is simple; start with the customer!

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Tags: Business Strategy, Innovation

7 Ways to Deliver Awesome Customer Service
LinkedIn
April 02, 2021
I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy. (JetBlue, Sainsbury’s, Amazon, Zappos) In fact, Mark Earls wrote a great book on exactly this topic, called “ Copy, Copy, Copy” which I also highly recommend

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Tags: Business Strategy

1 Author Newsletter
The Little Known Disadvantages of a Customer-first Strategy
LinkedIn
May 06, 2023
The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy.

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Tags: Business Strategy

1 Book
Winning Customer Centricity: Putting Customers at the Heart of Your Business, One Day at a Time
C3Centricity
March 15, 2015

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Tags: Business Strategy, Customer Experience, Leadership

1 Founder
C3Centricity
C3Centricity
March 01, 2011
C3Centricity's founder and Chief Catalyst Denyse Drummond-Dunn, has worked in more than 125 countries, so knows, and more importantly understands, the similarities and differences between customers from around the globe

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Tags: Business Strategy

3 Videos
The Global Customer Champion shares her keys to customer centricity
YouTube
November 24, 2022
he Global Customer Champion shares the four foundational areas of a customer-centric strategy. Andher "magic" question that will immediately make a significant difference to your growth

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Tags: Business Strategy

The PAINT Process to problem solving from Finding Your Happy
YouTube
May 07, 2022
We all face problems and challenges at times. Wouldn't you like to have a simple process you can turn to, which will help you solve them? That's what the PAINT Process will do for you. Watch this introduction and then sign up for one of the free Masterclasses that will take you through the five-step process.

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Tags: Business Strategy

Denyse Drummond-Dunn, President & Chief Catalyst at C3Centricity
YouTube
March 27, 2020
A day in the life of C3Centricity. Interviews, talks, presentations and advisory sessions. Hear what we do and how we can help your company become more profitable by adopting a customer first strategy.

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Tags: Business Strategy

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